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Call Centre Virtualisation

12th May 2017

Medvivo has been building a reputation for delivering a range of high quality and person-centred care services since 2004. The Telecare Alarm Monitoring Service is a growing part of that business which sees a combination of people and technology providing security and peace of mind for service users and their families.

The service is provided to thousands of people from two call centres, one based in Chippenham and the other in Dorchester. Having two call centres presents a number of challenges. From staff recruitment and training to customer expectation and call handling management, these challenges need focused and individualised attention.

We have been reviewing ways to minimise operational inefficiencies and maximise use of existing resources. To achieve this improved Operations Model, we are now preparing to launch our new virtualised call centre.

Operations Director, Liz Rugg, comments: “We are accredited by the TSA (Telecare Service Association) and were the first organisation in the country to be audited against the new Quality Standards Framework. It is therefore essential to our business that we operate as efficiently as possible, with systems and processes in place that ensure we are providing the best possible service to our service users.”

In addition to performance improvements and operational efficiency, the virtualisation also means the business benefits from improved resilience in the case of disaster recovery.

Staff across both sites have been undergoing intensive training to ensure they are prepared for the imminent switch over. Service users and commissioners should notice no difference in the way that calls are managed, and service levels should improve.

Medvivo operates 24 hours a day, every day of the year, so ensuring systems and processes are in places to provide continuous excellent levels of service is paramount to the success of the business. With this significant operational change, we are building a robust structure with an internal infrastructure to cope with all eventualities - for today, and the future.

In December 2019, Appello, the UK’s largest telecare monitoring provider, successfully acquired Medvivo Careline Ltd, the telecare and out of hours call monitoring service from Medvivo Group. Find out more at

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